Delivery/Returns Information
Returns/Exchange Policy
Return Policy and RMA request form
Your satisfaction is our top priority. We guarantee the quality of our products and we want you to be completely satisfied with your purchases. If you are not completely satisfied, you can return the product to us and we will either repair / replace it, or credit your account (less shipping charges), subject to Return Conditions.
We are always striving to make the Return and Exchange process as easy and hassle-free for you as possible. The process is very simple, please refer to the Return and Exchange Instructions below for more information. Please contact us should you have further questions.
Return Conditions
Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;
- package your products safely and securely for protection during transit;
- clearly mark your return reference number on the outside of the parcel; and
- include all accessories and parts that were sold with the product.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
Items must be returned in the original manufacturer packaging, with all accessories, kit components, promotional items, and instruction manuals included. For your protection, items must be returned shipping prepaid and insured for the full value.
Used or damaged items and returns with promotional items missing will not be accepted. To help us continue being a Best Value Provider, please be sure to include all the free and promotional items, as well as all applicable accessories and literature, received with the original order in case of a return. Generally, as a "rule-of-thumb" you return the items to us the same way we sent them to you - in the same condition and with all the original contents. If a promotional item is missing, its value will be added to the original price you paid for the order, thus reducing the amount available to be used for an exchange or store credit, if such is issued.
We do not accept returns on customised orders or specialised items. Please see Return Policy Exceptions (See below) for more information on non-returnable items. All charges related to the return of items to DIY-Web are the responsibility of the customer.
Restocking Fees
No restocking fees will be charged, but we do reserve the right to charge a restocking fee of up to 25% for the return of resalable items outside of the policy stated here. High-value items of R2,500 and up will be subject to a restocking fee. (See below)
Exchanges
Exchanges In Case Of Shipping Damage (Only applicable if shipping insurance was included during checkout)
If an item comes damaged as a result of shipping, we will be happy to exchange it for you. An insurance claim has to be filed and finalised before compensation is issued to the customer or product is replaced. Please contact us within 3 business days of delivery to initiate a claim. A damaged item returned for a replacement may be repaired or exchanged at DIY-Web's discretion.
Shipping Refunds
Shipping charges on returns are not refundable. We do not offer refunds for shipping charges, including but not limited to domestic Ground, Express or International shipping. Please be advised that we are unable to refund any fees imposed by an entity other than DIY-Web, such as customs or brokerage fees.
Manufacturing Defects
Items with manufacturing defects will be sent directly to the specific manufacturer in accordance with the Warranty terms.
Return and Exchange Instructions
Being a Best Value Provider, we have created a hassle-free Return and Exchange process with step-by-step guidelines for your convenience. The process is simple providing you follow the instructions.
To return or exchange an item, please follow these simple steps:
- Fill out and submit an RMA Request Form online to obtain a Return Merchandise Authorization (RMA) number. No return or exchange will be accepted without an RMA Number.
- Once your RMA request is submitted, you will receive an E-Mail with Return Instructions and Merchandise Return Label which contains an RMA number that is valid for 5 business days. Please do not take any action until you receive confirmation from our administration accepting or declining your RMA request. Should it be accepted please refer to your RMA number obtained in step 1 to return the item to our offices.
- Pack the unit securely using original packing material. Please note that we do not accept COD shipments. Use a service with delivery notification. Using one of these shipping methods will make shipment tracking possible. Please insure the package for full value of the merchandise. The merchandise is still your property until it reaches our warehouse and we are not responsible for any shipping damages occurring at this point.
- Please remember to include all the contents such as promotional items, accessories, and instruction manuals that came in the original order.
- Please note that we are not responsible for lost or stolen returned merchandise.
- You will get a notification as soon as the return has been processed.
All returns are processed within 1-3 weeks of the receipt of returned merchandise. Refunds, when applicable, are issued within 2 weeks of processing the return. Please note, credit card companies vary in their processes of posting credits back to your account.
Policy Exceptions
We do not accept returns on:
- Items that require mounting and assembly that have been mounted and/or assembled.
- Customised or personalised products including but not limited to prescription eye-wear and custom-made containers.
- DIY-Web gift certificates.
- Specialised or special purpose products.
- Special order items including promotional and corporate gifts merchandise.
Restocking fees of 25% are charged for the return of:
- Electronic products including but not limited to GPS, Telescopes, Range Finders, Night Vision and thermal imaging.
- Items that have been removed from blister packaging, such as batteries, memory cards.
- High-value items of R2,500 and up.
Shipping Damage and Lost Packages
Inspect merchandise immediately upon delivery before the carrier leaves.
If you detect visible physical damage or missing items, refuse the package.
Contact us immediately if damage has been detected.
If you receive damaged merchandise or do not receive it at all, the carrier will need to conduct an investigation. Please notify us immediately about the problem within 3 business days of receipt. DO NOT discard the shipping carton and manufacturer's packaging to facilitate the investigation process if necessary.
All claims are usually processed within 2 weeks from the time of initiation. If the carrier claims responsibility for the lost or damaged item, insurance reimbursement will be issued to DIY-Web. In return, a replacement item will be sent to you.